Senior Technical Support Specialist

1 month ago


Bengaluru, Karnataka, India OpenText Full time
About the Role

We are seeking a highly skilled Senior Technical Support Specialist to join our team at OpenText. As a key member of our technical support team, you will be responsible for providing exceptional technical support to our customers, ensuring their success with our products and services.

Key Responsibilities
  • Provide advanced technical support to customers via various communication channels, including chat, phone, and email.
  • Conduct thorough troubleshooting, gather diagnostics, and reproduce problems to diagnose faults and escalate software change requests to Product Engineering.
  • Test software patches for customers and collaborate with cross-functional teams to ensure software defects and customer requested features are documented and followed through to resolution.
  • Act as a mentor and escalation point for complex issues, providing guidance and support to junior team members.
  • Stay up-to-date with internal alerts, training, and process changes to ensure continuous improvement and career progression.
Requirements
  • 5+ years of experience in a technical support and customer-centric environment.
  • Strong analytical and critical thinking skills, with the ability to interact with people and adjust communication style based on individual needs.
  • Excellent verbal and written communication skills, with the ability to represent the company as a technical expert with customers.
  • Extensive knowledge of Windows and/or Linux/UNIX Operating Systems, with strong troubleshooting skills and diagnostic analysis using traces, dumps, and other tools.
  • Proven experience working in a fluid environment that is ever-growing and changing.
About OpenText

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We are committed to building an inclusive work environment that values diversity, equity, and inclusion. If you need assistance or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com.



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